Help Desk Manager

LCG Inc. is seeking a highly talented Help Desk Manager, who is well versed in overseeing a team of delivering IT Support Services to support an existing federal customer at National Institute of Health (NIH). The ideal candidate will manage an IT Service Desk covering Agency Business Operations, Scientific Computing, and IT Support. The ideal candidate will work collaboratively with the Project Manager and communicate work assignments to team members. The candidate must be aware of project management concepts and must have the ability to initiate new projects and create planning documents, communication plans, and status reports. Both exacting attention to detail tracking, and the ability to communicate the need to follow procedures, document tickets and maintain great customer service with strict service level agreement timelines are required.

Essential Responsibilities:

• Ability to lead and direct a team of desktop support engineers for daily tasks, scheduling, status reporting, mentoring

• Strong communication and interpersonal skills both oral and written

• Responsible for providing higher level of satisfaction to the clients/customers,

• Constant monitoring of trends and changes, use skills and experience to improve the customer satisfaction levels

• Responsible for maintaining Service Desk Queues and Triaging

• Ensure full-Service Desk coverage during core business hours

• Ability to partner with Infrastructure and Security professionals to implement end-point system changes

• Experience supporting Healthcare/Biomedical/Bioinformatics/Pharmaceutical Information Technology Services

• Responsible for updating and maintaining Ghosted images for desktops and laptops

• Oversee and ensure Full disk encryption for laptops, desktops and all end-points

• Oversee Active Directory administration, Usage of Active Directory Users and Computers, for computer accounts, user accounts, distribution lists and security groups

• Email support for MS Outlook clients (Windows and Mac) with PKI encryption, including personal folders and outlook profile configurations.

• Security configurations and settings for Windows and Mac clients.

• Software upgrade and installation for Windows and Macs.

• Windows, MS Office, and custom application support

• Patch workstations with critical updates and latest antivirus definitions as well as other areas of network security

Required Qualifications:

• Bachelor’s degree from an accredited institute, (preferably in Mathematics, Information Technology, Computer Science, Engineering, Business Administration, or Project Management).

• Minimum eight (8) years’ experience in IT Service Management and/or Desktop Support

• Minimum five (5) years’ experience as an IT Support Manager.

• Candidate must have demonstrated ability to manage, direct, and provide guidance to employees to ensure problem resolution and customer satisfaction.

• Candidate must have demonstrated experience with ITIL’s Incident Management and Request Fulfilment practices.

• Candidate must have knowledge of ITIL’s Problem, Configuration, and Change Management practices.

• Candidate must have experience with Service Level Agreements (SLAs) and Operational Level Agreements (OLA)

• Candidate must have project management experience, and experience with MS Project or similar project management software tools.

• Candidate must have strong analytical, time management, and communication skills necessary to team with system owners, system administrators (both internal and external), and IT management for handling incidents/issues to support customer in remediation and compliance efforts.

• Candidate must have experience developing training materials and providing training to users with various skill levels.

• Candidate must have experience in successfully managing projects such as operating system upgrades, technology refresh, standardized desktop or laptop encryption rollouts.

• Candidate must have experience working on multiple projects, simultaneously, in an IT support environment, troubleshooting problems on end-user hardware, software, and networks.

• Candidate must have experience and demonstrated ability to write clear and accurate technical and end user documentation.

• Candidate must have experience hosting effective virtual presentations and meetings, using collaboration tools including video calls, file sharing, and whiteboarding.

• Required Certifications: CompTIA A+; Apple Certified Support Professional (ACSP); ITIL 4 (or ability to obtain ITIL4 certification within 6 months of joining)

• Desired Certifications: HDI-DSM; HDI-SCTL; HDI-SCM; Certified Associate in Project Management (CAPM), or other industry-recognized certifications

• Federal customer experience supporting HHS, preferably NIH desired.